Frequently Asked Questions

Shipping

When will the products ship?

Products will be shipped within 3-5 business days for customers in the US. For customers based outside the US in other countries, the products will arrive in 2-3 weeks.

Do I receive an email confirmation?

Yes, you will receive an email confirmation when you place the order. Once the products are shipped, you will receive a separate email with the tracking number. If you have not received the order confirmation email, please check your spam folder.

The tracking shows that the package has been delivered but I don’t see it, what do I do?

If you have not received an order that shows delivered or have any questions on the delivery date, please contact the shipping carrier directly with your tracking number.

Products

Do the wigs come in different sizes?

No, each wig is a standard size. You can adjust the wig by using the straps. The number on the tag of the wig is the SKU number, not the size.

Can I adjust the wig?

Yes, each wig comes with adjustable straps that allows you to fit it to your head. Please watch our video on how to put on the wig. 

Returns

What is your shipping and returns policy?

Please view our shipping policy and refund policy for more details.

When will I receive my refund?

Please view our refund policy for more details.

Can I try on the wig and still return it?

Yes, you can try on the wig to see if it fits well. However, in order for the return to be accepted, it needs to be in clean, sellable condition. Therefore, please do not use the wig and then return it. We reserve the right to reject any returns that are not in the approved condition.

General

Who do I reach out to if I have questions regarding my order?

Please email hello@heartemis.com if you have any questions.

How do I become a livestream host?

Please send an email to hello@heartemis.com with your resume and links to your social media accounts (Instagram and/or TikTok).

If I am interested in wholesale partnerships with you, who do I contact?

Please email hello@heartemis.com with more information on your business and what type of partnership you are interested in. Then we will direct you to the relevant teams for next steps.